3HD

3HD

My system resources are showing 1SD / 3HD but I still cannot record or watch 3 HD channels at one time. I can set up the recordings without a conflict message but when the time comes, I get "All HD services are in use".

Re: 3HD

Well, tech support is pretty dumb. Called to get switched to the 3/1 ingress profile (already have 3/1 WAN). First tier tech support had no clue and was asking about the error message I got when I had conflicts.... After fumbling for a while he transfers me to tier 2. Tier 2 tells me it can't be done. "It's a firmware limitation on the box, no more than 2 streams". I thought this was incorrect, but also knew there are multiple box types floating around (I think), so I accepted. Did a little more readin here, did a soft reboot, what do ya know, 3/1 ingress profile. Successfully recorded 2 shows and watched a third, all in HD, on my DVR. Now my wife can stop complaining (at least for a little bit) as we often find times where 2 shows are recording and then she wants to watch a third. Now we'll wait for 4/0

Re: 3HD

I don't know that I would say they are "dumb", but there definitely appears to be a lack of training/information issue. For whatever reason the Tech Support people (both Tier 1 and Tier 2) do not appear to be aware of some of the new profile offerings. The result is a lot of frustration for some of the customers. I cannot explain why this situation exists, but I would hope that AT&T will address this and get the information to the frontline people who need to know what is available.

I have stated that when faced with this situation, you can call the Sales Department which seems to have better tools and more knowledge of the new profiles. A number of customers have been upgraded by the Sales Department after being told by Tech Support that an upgraded profile does not exist or that they cannot be upgraded.

Re: 3HD

texasguy37 wrote:

I don't know that I would say they are "dumb", but there definitely appears to be a lack of training/information issue. For whatever reason the Tech Support people (both Tier 1 and Tier 2) do not appear to be aware of some of the new profile offerings. The result is a lot of frustration for some of the customers. I cannot explain why this situation exists, but I would hope that AT&T will address this and get the information to the frontline people who need to know what is available.

I have stated that when faced with this situation, you can call the Sales Department which seems to have better tools and more knowledge of the new profiles. A number of customers have been upgraded by the Sales Department after being told by Tech Support that an upgraded profile does not exist or that they cannot be upgraded.

OK. maybe "dumb" was a bit harsh. However "new" is a relative statement. There are reports going back several months of people getting the 3/1 ingress. I wouldn't call that "new". Heck, there are even people reporting 4/0 yet Tier 2 is insisting that anything above 2/2 exists.

I did read the info about calling sales which is just ridiculous. How is it that sales has more ability to change the technical aspects of the service than Tier 2 tech support? That being said, I might be making a call to Sales to see if I can bump all the way to 4/0 as I am only about 1000 ft from the VRAD

Re: 3HD

jasonvr wrote:

I did read the info about calling sales which is just ridiculous. How is it that sales has more ability to change the technical aspects of the service than Tier 2 tech support? That being said, I might be making a call to Sales to see if I can bump all the way to 4/0 as I am only about 1000 ft from the VRAD

The suggestion to call the Sales Department is of course just that (i.e. a suggestion). It is not something that anyone needs to do if they do not want to. When I spoke to Technical Support about upgrading me to the 4 HD profile, they were unable to complete the upgrade and suggested that I contact the Sales Department because they have access to better tools to upgrade customer profiles. I followed the suggestion, and I called the Sales Department which successfully upgraded me to the 4 HD profile.

No one needs to feel obligated to call the Sales Department to inquire about upgrading their profile if they do not want to follow that suggestion. I'm simply sharing my experience and attempting to help others who are faced with the same situation. I guess that is the purpose of a peer to peer forum.

Re: 3HD

texasguy37 wrote:

The suggestion to call the Sales Department is of course just that (i.e. a suggestion). It is not something that anyone needs to do if they do not want to. When I spoke to Technical Support about upgrading me to the 4 HD profile, they were unable to complete the upgrade and suggested that I contact the Sales Department because they have access to better tools to upgrade customer profiles. I followed the suggestion, and I called the Sales Department which successfully upgraded me to the 4 HD profile.

No one needs to feel obligated to call the Sales Department to inquire about upgrading their profile if they do not want to follow that suggestion. I'm simply sharing my experience and attempting to help others who are faced with the same situation. I guess that is the purpose of a peer to peer forum.

Just to be clear, I am not calling your suggestion ridiculous and I value the information. I am saying it is ridiculous that in a company that is delivering technology to consumers, the sales department is more competent in making changes to and fixing problems with that technology than Tier 2 tech support.

Re: 3HD

jasonvr wrote:

Just to be clear, I am not calling your suggestion ridiculous and I value the information. I am saying it is ridiculous that in a company that is delivering technology to consumers, the sales department is more competent in making changes to and fixing problems with that technology than Tier 2 tech support.

I'm not sure this is a "fix" to a problem, but an upgrade to service. In that case, sales would be the department to take care of it. I've since called two friends that have U-verse and they've called sales and have been upgraded to 4HD.

My question is, if 4HD is available in a market, why not just push an update to all eligible customers? Why is a call to anyone even necessary? Not that it's a big deal or hard to do, but most people don't know to call unless they read it here.

Re: 3HD

JiminSTLouis wrote:

My question is, if 4HD is available in a market, why not just push an update to all eligible customers? Why is a call to anyone even necessary? Not that it's a big deal or hard to do, but most people don't know to call unless they read it here.

That's a good question, and I wish I had a good answer for it. Once the 4 HD profile is introduced into a new market, it is automatically used for new customer installs for those who qualify; however, existing customers can call and request the upgrade. At some point, the upgraded profile will be pushed to the existing customers that qualify.

I'm sure there is some logic behind why it is done this way as opposed to immediately pushing the new profile to all existing customers. It might be a way to slowly introduce the profile into the market to make sure there are no major issues created.

Re: 3HD

I took the good advice and called sales (orders) last Friday. Over the last three weeks I had called tech spt twice and gotten zilch. One tech had never heard of the 4HD roll out, and the other said it looked like I would have to wait for it. How long, no idea. So, I called sales and got a very helpful lady. She said the 4HD was a no go, but she could upgrade me to the 1SD/3HD ingress profile. Great, since that was what I really wanted. She said it would take about 20 minutes to take effect.

Well, I waited an hour and rebooted the dvr, no joy. Same story Saturday and today. I'll try again tomorrow, but my gut feeling is I need to work harder on my patience. By the way, I'm in Salinas,CA and I've read that someone has the 4HD in Modesto. So I guess it's coming.

Re: 3HD

jerryp5503 wrote:

I took the good advice and called sales (orders) last Friday. Over the last three weeks I had called tech spt twice and gotten zilch. One tech had never heard of the 4HD roll out, and the other said it looked like I would have to wait for it. How long, no idea. So, I called sales and got a very helpful lady. She said the 4HD was a no go, but she could upgrade me to the 1SD/3HD ingress profile. Great, since that was what I really wanted. She said it would take about 20 minutes to take effect.

Well, I waited an hour and rebooted the dvr, no joy. Same story Saturday and today. I'll try again tomorrow, but my gut feeling is I need to work harder on my patience. By the way, I'm in Salinas,CA and I've read that someone has the 4HD in Modesto. So I guess it's coming.

I know the 4 HD profile has not been rolled out to all markets. If should be just a matter of time before it reaches your market.